[Netherlands] Sr Manager, Customer Operations (EMEA)
[Netherlands] Sr Manager, Customer Operations (EMEA)
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1 Vacancy
Job Description
Jobs mission
The Senior Manager Customer Operations (EMEA) is responsible to lead and optimize customer operations within the EMEA/Global region ensuring high levels of customer satisfaction through effective management of outsourced customer service providers and a dedicated team of Customer Operations Coordinators. This role is pivotal in driving operational excellence improving key performance indicators (KPIs) and fostering a customer-centric culture. This is an orchestrator role focused on coordinating end-to-end outcomes across supply chain functions and processes with a decision-making orientation on operational and trade-off decisions.
Key Responsibilities & Accountabilities
- Customer Operations Management:
- Oversee and manage customer operations within the EMEA/global region.
- Coordinate with outsourced customer service providers to ensure high-quality service delivery.
- Develop and implement strategies to enhance customer satisfaction and operational efficiency.
- Team Leadership:
- Lead mentor and develop a team of Customer Operations Specialists Senior Specialists and Lead
- Foster a collaborative and high-performance team environment.
- Set performance goals and conduct regular performance reviews.
- KPI Management:
- Monitor and report on key performance indicators (KPIs) related to customer operations.
- Ensure adherence to KPI targets and take corrective actions when necessary.
- Apply the PDCA (Plan-Do-Check-Act) principle for continuous improvement.
- Customer Satisfaction:
- Maintain high levels of customer satisfaction through efficient and effective customer operations.
- Address and resolve any customer-related issues promptly.
- Collaborate with other departments to ensure seamless support for customers.
- Ensure customers meet the necessary qualifications and standards for service eligibility. Re-qualify customers on yearly basis.
- Managing and mitigating the impact of supply chain disruptions such as delays or shortages by expediting transportation of goods via the Fast Track Process when necessary.
- Process Improvement:
- Identify opportunities for process improvements within customer operations.
- Lead initiatives to streamline processes and enhance operational efficiency.
- Implement best practices and innovative solutions to improve customer service.
- SOP and Work Instructions Management:
- Develop implement and maintain Standard Operating Procedures (SOPs) and Work Instructions (WIs) for customer operations processes.
- Ensure all SOPs and WIs are up-to-date compliant with industry regulations and effectively communicated to the team.
- Conduct regular reviews and updates of SOPs and WIs to reflect changes in processes regulations and best practices.
- Stakeholder Management:
- Build and maintain strong relationships with key stakeholders including customers outsourced service providers and internal teams.
- Communicate effectively with stakeholders to ensure alignment and collaboration.
- Build strong collaboration with the responsible person of Santen SA Netherlands branch.
- Audit Management:
- Prepare for and participate in internal and external audits to ensure compliance with industry standards and regulations.
- Implement corrective actions based on audit findings to continuously improve operations.
Qualifications :
- Minimum 5 years of EMEA/global experience in customer operations as a people leader within pharmaceutical or other highly regulated industry.
- Strong knowledge of SAP.
- Strong communication and stakeholders management skills.
- Proven experience in managing medium/large size teams (incl. recruitment/ sick leave management/ review cycles/ career conversations and not limited to).
- Strong knowledge of customer service best practices and operational excellence.
- Professional English language spoken and written fluency in one more European language will be considered as an advantage (German Spanish Italian French).
- Customer Focus and problem-solving attitude.
- Bachelors degree in business administration Operations Management or a related field.
- Experience in EMEA/ Global Export will be considered as an advantage.
- Professional certifications in customer service APICS and/ or Lean Six Sigma will be considered as an advantage.
Additional Information :
Deadline
Please apply before 8th June 2025.
To submit your application please upload English version of CV (click on Apply and follow the instructions).
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
